참고문헌
- Bae, Sungmin. 1998. Establishment of Time Based Competition Strategy in Service Operation Using Voice of Customer(VOC) Analysis. Korea Advanced Institute of Science and Technology.
- Boshoff, C., and Leong, J. 1998. "Empowerment, Attribution and Apologising as Dimensions of Service Recovery: An Experimental Study." International Journal of Service Industry Management 9(1):24-47. https://doi.org/10.1108/09564239810199932
- Case, K., A. Nor., and Teoh, P. C. 2010. "A Diagnostic Service Tool Using FMEA." International Journal of Computer Integrated Manufacturing 23(7):640-654. https://doi.org/10.1080/0951192X.2010.486007
- Cho, Sunbai. 2009. "Influence of Customer's Responses to Service Recovery in the Context of Service Failure Using a Scenario-Base Experiment for the Hotel and Family Style Restaurant Industry." MA diss., Kyunghee University.
- Chuang, P. T. 2007. "Combining Service Blueprint and FMEA for Service Design." The Service Industries Journal 27(2):91-104. https://doi.org/10.1080/02642060601122587
- Gleave, S. D. 2000. "Rail Passenger Quality of Service Valuations." Final Report. Shadow Strategic Rail Authority.
- Gronroos, C. 1984. "A Service Quality Model and Its Marketing Implications." European Journal of Marketing 18(4):36-44. https://doi.org/10.1108/EUM0000000004784
- Hoffman, K, D., Kelley, S. W., and Rotalsky, H. M. 1995. "Tracking Service Failures and Employee Recovery Efforts." Journal of Services Marketing 9(2):49-61. https://doi.org/10.1108/08876049510086017
- Hong, Sunghoon, and Choi, Ikjun. 2004. "A Six Sigma Project for Improving Gate Painting Quality." Chonbuk National University.
- Ju, Yongjun, and Lee, Yongchul. 2010. "The Importance-Performance Analysis(IPA) of Service Quality According to Buying Experience of Rail Tours." Journal of the Korean Society for Quality Management 39(1):34-44.
- Kassim, N., and Abdullah, N. A. 2010. "The Effect of Perceived Service Quality Dimensions on Customer Satisfaction, Trust, and Loyalty in E-commerce Settings: A Cross Cultural Analysis." Asia Pacific Journal of Marketing and Logistics 22(3):351-371. https://doi.org/10.1108/13555851011062269
- Kim, Doyun. 2011. "Effects of Justice of Wedding Service Recovery on Customer Satisfaction, Reliance and Intention to Recommend." Sejong University.
- Kim, Hyounku. 2011. "A Study on the Effects of Perceived Customer Value on Customer Satisfaction, Recommendation Intention, and Reuse Intention Among Railroad Service Users." Journal of the Korea Service Management Society.
- Ko, Youngsun, and Chung, Jaeho. 2010. "A Study on Primary Factors of Station Building Convenient Facilities for Railroad Station Area Development Using AHP." the Korean Society for Raillway.
- Lee, Changhee, Yang, Kyungwoo, and Kim, Sangbu. 2012. "Reestablishment of RPN Evaluation Method in FMEA Procedure for K21." Journal of the Korean Society for Quality Management 40(3):306-315. https://doi.org/10.7469/JKSQM.2012.40.6.306
- Lee, Hagsig, and Im, Jihun. 2013. Statistical Package for the Social Sciences. JypHyunJae Publication.
- Lee, Hyejun, Lee, Dongil, and Zhang, Yong. 2011. "Service Failure Management on Internet Shopping Environment by Combining Service Blueprint and FMEA." Journal of the Korean Society for Quality Management 39(2):217-233.
- Lee, Jongbeom, and Cho, Jairip. 1998. "A Study on the Service FMEA and the Development of the Service FMEA Tool." Journal of the Industrial Liaison Research Institute 4.
- Lee, Sangjun, Chang, Sueun, Jung, Dongjae, and Park, Jaehyun. 2012. "Estimating the Economic Value of Service Quality of Railways." Transportation Technology and Policy 10(5):26-33.
- Pande, P. S., Neuman, R. P., and Cavanagh, R. R. 2002. The Six Sigma Way Team Fieldbook: An Implementation Guide for Process Improvement Teams. McGraw Hill Professional.
- Park, Heongsoon, and Ju, Yongjun. 2007. "A Study on the Transportation of a Freight Train by the Inter-Korea Railway Connection." Korea Distribution Science Association.
- Sohn, Janghoon. 1996. "A Study on Present Situation and Problems of KNR's Passenger Services." Journal of Railway Engineering 12(1):39-68.
- Stamatis, D. H. 2003. Failure Mode and Effect Analysis: FMEA from Theory to Execution. Milwaukee: ASQC Quality Press.
- Stephen, J. P. 1999. Transport and Tourism.
- VOC Management Research Group. 2013. Voice of the Customer 3.0 Korea Management Association Consulting.
- Wardman, M., and Whelan, G. 2001. "Valuation of Improved Railway Rolling Stock: A Review of the Literature and New Evidence." Transport Reviews 21(4):415-447. https://doi.org/10.1080/01441640010020115
- Weber, R. P. 1985. Basic Content Analysis. Beverly Hills: Sage Publication.
- Yoo, Dongho. 2004. "Study on Improvement Planning For the Facilities of Railroad Stations Through an Analysis on Utilization Status of Travelers." MA diss., Chungnam National University.